<aside> 👋 I'm a Support tech manager based in Belgrade with 3 years of experience in the ****Web industry. My focus area for the past few years has been working with non-custodial projects and DeFi, but I'm also skilled in providing high-quality service to any products related to IT in general. I have a basic understanding of JS, work with APIs, love technology.

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Contact

[email protected]

linkedin.com/in/maxim-iakovlev/

Telegram DM

Experience

Customer support supervisor

Choise.com*, Remote, (June 2022 - Present)*

• A full-service support specialist in the team, responsible for solving complex user cases. Responsible for identifying and improving the interaction of developers and other cross-areas with the support department.
• Personal CSI scores are more than 90%. Thanks to an inclusive approach to ticket processing, and a focus on solving the problem as a whole, through the user's case.
• Contributed to our FAQ and Knowledge base services, thanks to the analysis of tickets and requests from users. This made it possible to reduce the number of requests for certain "ticket topics" by 30%.
• Performed coaching of junior CS agents joining the team, doing frequent pair and mob “Revision” sessions, while working with engineers and products managers to define roadmaps and feature priorities which can be detected based on user requests. Build a KPI system.

Customer support representative

Guarda.com, Remote, (September 2021 - June 2022)

• Collaborated with QA and developers on the 2nd support line, assisting in key issue resolution and providing backup for the 1st support line. Maintained a 94% SLA and boosted ticket cycle closing rate by 10% through the implementation of new macros.
• Effectively communicated with wallet customers on Google App and Apple Store, gathering feedback, resolving issues, and improving services. Mentored colleagues in creating compelling talk proposals and delivering impactful presentations to the public. Excellent score 4.6 on Trustpilot).

Account manager

Dongyang Lisheng Clothes Co Ltd., Yiwu, Zhejiang, China, (September 2019 - September 2021)

• Managed a portfolio of 50 key accounts, maintaining strong client relationships and achieving a 95% client retention rate.
• Implemented a customer satisfaction survey, resulting in a 15% increase in overall satisfaction scores and improved customer loyalty.
• Conducted quarterly business reviews with clients, presenting performance metrics and identifying opportunities for account expansion and optimization.

Skills

Helpdesk systems